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24/11 Aparna
Executive Assistant at SugarBox Networks

Views:74 Applications:16 Rec. Actions:Recruiter Actions:16

SugarBox Networks - Manager/Lead - Support (5-9 yrs)

Bangalore Job Code: 1185102


- Lead, mentor and motivate L1 and L2 team members to improve their performance

- Prepare and implement shift roster for the team

- Meet the SLAs such as response and resolution times in order to meet customer expectations

- Establish KPIs and track them to ensure timely and accurate support

- Monitor the teams productivity and work towards optimizing the same

- Collaborate with cross-functional teams to streamline and monitor escalations of tickets

- Publish training calendar and ensure that all resources from L1 and L2 teams are trained

- Establishing processes and continuously work towards improving them

- Improving knowledge base for effective resolution of tickets

- Coordinate with Engineering team to prepare relevant automated dashboards.

Experience and Skill Requirements:

- 5-9 years of relevant experience of managing a Customer Support or relevant team

- Plan, Organize and manage the staff for smooth Operations & stability of Network

- Implementation of tools/Automations for avoiding manual errors during troubleshooting

- Expertise in establishing the SRE/NOC/L1/L2 backend support

- Expertise in Building the Processes/SOP's for enabling efficient team

- Working knowledge of Linux and basic Networking

- Basic knowledge about Android/iOS devices such as Android/iOS Versions, etc.

- Working knowledge of MongoDB, basic NodeJS, Python

- Customer first orientation/ attitude

- Excellent communication skills - written and verbal

- Good problem solving skills

- Strong documentation skills

- Working knowledge of MS Excel

Education Requirements:

- Bachelor's Degree in any technical discipline

- MBA preferred but not mandatory

Women-friendly workplace:

Maternity and Paternity Benefits

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